Disappointment that I have never experienced before.

Disappointed with Zoom Fiber

I am writing this review/complaint to express my deep dissatisfaction with the quality of service I have received from Zoom fiber. Not only has the service itself been unreliable and disappointing, but your customer support has been equally frustrating.

My internet has been down since 09 April 2026 and I logged a tickect same day which i was told the SLA would be 1 to 4 days, I asked for a speedy resolution because i used the wifi to work from home but the agent told me my Ticket has to follow SLA like everyone, fine. I waited the SLA period, on 13 April 2026 I followed up on whatsapp and got through to an agent called Gloria, her 1 and only feedback was that she can see a Ticket was logged and I should expect a call within 2 to 5 days then she closed the chat just like that, mind you this was now the 5th days since i logged my ticket. today which is 15 April and the 7th day since my ticket was logged I have not received a call, a visit or even an update on my Ticket, I contacted Zoom via the call centre I got referred to whatsapp so I went via the whatsapp service again and got through to an Agent called Tamlin who came across as disinterested, arrogant and dismissive. he/she never gave an update instead i was told again about the 4 days SLA which has long passed. I made him/her aware and demanded a manager but my requests were ignore and I was constantly referred back to the SLA.

to sum it all up;

- Your team consistently fails to meet the agreed Service Level Agreements (SLA), leaving customers without resolution for extended periods. - The WhatsApp support line is ineffective, with agents who are dismissive, unhelpful, and at times outright rude. - Instead of providing solutions, your representatives often deflect responsibility, which only adds to the frustration of dealing with ongoing service interruptions.

This lack of professionalism and accountability is unacceptable for a company that positions itself as a reliable service provider. I expected immediate corrective action, including: 1. A clear explanation for the repeated SLA breaches. 2. A commitment to improving customer service standards. 3. A timeline for resolving the current service issues. These were not addressed and my demands to chat to a manager were dismissed by Tamlin and the agent kept ignoring that request and after 5 or 6 times of me asking for a manager he/she told me to hold. but instead of the manager i got a massage saying "he is busy we will be in contact with you" then the chat was closed. just like that.

This company deserves a 0 star rating for the treatment I am getting.

Names of agents Gloria Tamlin and a manager called Lyall